At a Glance
- Tasks: Provide top-notch customer service and resolve queries efficiently.
- Company: Join Secure Trust Bank, a diverse and award-winning financial institution.
- Benefits: Enjoy a competitive salary, 25 days leave, and a wellbeing hour.
- Other info: Flexible working environment with opportunities for professional development.
- Why this job: Make a real impact in a purpose-driven organisation while growing your career.
- Qualifications: Customer service experience and strong communication skills are preferred.
Location: Solihull
Salary: £25,000 pa
Hours: 35 hours per week
About the company
Our customers are at the heart of everything we do, but we can’t achieve our customer focused strategy without the right people in our team. At Secure Trust Bank, we know that people are our biggest investment, which is why a career with us is not just a job. It’s the chance to be part of something bigger, to add real value to the Bank and help us constantly improve, in order to achieve our ambition of becoming the best bank in Britain. We believe in giving our staff autonomy, with initiative and exceptional performance recognised through a variety of individual and team awards and incentives. All our employees have a tangible impact on the Group’s core values, and we are looking for candidates who are enthusiastic, proactive and enjoy working in a fast paced environment. So join us as we strive to Grow, Sustain and Love the way we work.
Why Join Us?
- A competitive salary and benefits package including discretionary bonus
- Matched pension contributions
- 25 days annual leave plus bank holidays and your birthday off, on us!
- A wellbeing hour to spend doing whatever makes you happy
- A wide range of flexible benefits from Cycle2Work to private healthcare
- Life assurance
- Paid volunteering days and matched charity fundraising
- A collaborative and flexible working environment.
- Opportunities for professional development and career progression.
- A chance to make a real impact in a regulated, purpose-driven organisation.
Responsibilities
- Handle incoming calls from customers and colleagues, aiming to achieve first-contact resolution within agreed service level targets.
- Make outbound calls where required to support the accurate setup of payment methods, ensuring clarity and understanding for customers.
- Deliver a high standard of customer service by identifying and meeting customer needs, fully resolving queries, and achieving or exceeding quality performance metrics.
- Accurately update and maintain customer records and systems in line with relevant regulatory requirements, codes, and legislation.
- Demonstrate flexibility to ensure administrative tasks within the team are completed accurately and within agreed timescales.
- Proactively contribute to the growth and continuous improvement of the department, viewing change as an opportunity to enhance processes and service delivery.
- Take ownership of personal workload and development, working with minimal supervision when required.
- Maintain punctuality and adhere to work schedules to ensure departmental workloads are effectively supported, including ad hoc or additional work when needed.
Qualifications
- Experience in a customer facing role, with the ability to demonstrate a strong customer focus.
- Diligence in identifying risks and proactive in taking appropriate action.
- Courteous and confident telephone manner.
- Strong verbal and written communication skills.
- Experience in banking, financial services or telephony based roles is desirable but not essential.
We value diversity and inclusion
Everyone is different. Everyone is valued. As part of our vision to become the most trusted specialist lender in the UK, we’ve been helping customers and businesses fulfil their ambitions since 1952. In that time, we’ve learned that we’re more than the sum of our parts. We’re a strong Group because of our people and our strengths; specialist, expert, ambitious and also diverse. All of our people are different and this is something we celebrate. Every one of our employees brings unique talent, ability and perspective to their role. That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould. We actively embrace and support diversity, work with leading industry bodies and promote initiatives that reinforce our philosophy of giving you the freedom to be who you are. We’re an award-winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference.
Customer Service Executive employer: Secure Trust Bank PLC.
At Secure Trust Bank, we pride ourselves on being an exceptional employer that values our employees as our greatest asset. Located in Solihull, we offer a competitive salary and a comprehensive benefits package, including generous annual leave, professional development opportunities, and a collaborative work culture that encourages autonomy and innovation. Join us to make a meaningful impact in a purpose-driven organisation where diversity is celebrated and every team member's contribution is recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Secure Trust Bank PLC.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Secure Trust Bank PLC. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Secure Trust Bank PLC.:Your cover letter is your chance to shine! Tell us why you want to work at Secure Trust Bank PLC. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Secure Trust Bank PLC.!
How to prepare for a job interview at Secure Trust Bank PLC.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
